Summary Posted: Aug 5, 2024 Role Number:200561747 The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of these people that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The AppleCare Strategic Quality team is seeking a Quality Standards Program Manager in support of its worldwide strategic quality and process support. As a member of the AppleCare Strategic Quality team you must understand and be able to demonstrate a proficiency in quality management processes such as evaluation form development and evaluator calibration processes.
Description The successful candidate will work closely with cross-functional internal teams including Quality Program Strategists, Training, Reporting, Procedures, Project and Program Development as well as AppleCare Calibration teams to efficiently and diligently respond to and process customer requests. Creative thinking is a must, as we work to build sound business processes in a manner which minimizes disruption, builds efficiencies and maintains operating flexibility. Must be comfortable navigating ambiguity, communicating at all levels of the organization, and able to make sound, ethical judgments that take into the account the best interests of our customers, Advisors and Apple. KEY RESPONSIBILITIES INCLUDE: Serve as a global expert of all Quality Standards form content Manage and lead global quality projects (including quarterly form updates) Partner closely with AppleCare Calibration team and Sustaining Procedures to provide scoring guidance Triage, manage and action support requests Identify and collaborate closely with cross-functional partners to assist defining what's critical in existing and new standards Provide guidance, oversight and support of cross-functional quality initiatives Assist in the development and maintenance of quality support frameworks in new/disclosed products and services
- 5+ years of experience in quality, project or program management
- Ability to cultivate and foster relationships
- Experience in crafting, developing and maintaining effective interaction monitoring forms
- Experience in leading projects and change initiative
- Ability to develop short term (quarter) and long term product roadmaps
- Ability to articulate roadmaps and product status to business partners/leaders, Courage to change course when necessary
- Experience and willingness to work with remote teams and partners across global timezones.
- Passion for providing service and support that is customer-centered
- Outstanding interpersonal and communication skills, including writing and presenting
- Ability to learn quickly when facing new problems and dealing with ambiguity
- Passion for accuracy and timeliness of deliverables
Preferred Qualifications - Possess a deep desire for understanding customer needs
- Aptitude for extracting tangible insights from complex data sets
- High attention to detail
- Strong technical proficiency
- Master's Degree or equivalent experience
Education & Experience Additional Requirements More
- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.